Customer Service Representative

Job Summary:
We are seeking a detail-oriented and organized Office Admin/Customer Service join our team. The ideal candidate will be responsible for handling various administrative tasks and providing exceptional customer service.

Duties:
- Greet and assist visitors in a professional manner
- Answer and direct phone calls promptly
- Manage incoming and outgoing mail
- Perform data entry tasks, including order entry and maintaining records
- Provide clerical support such as filing, scanning, and photocopying documents
- Manage calendars and schedule appointments

- Support office staff with administrative tasks as needed· Oversee and manage the entire order-to-cash process for assigned accounts or group of customers, from the point of order facilitation through final delivery to the customer, including post-delivery follow-up and support.

· Verify the accuracy of customer purchase orders against UPTIVE’s quote, working with the Project Management and/or Estimating teams to resolve discrepancies before confirming orders to customers and production team(s).

· Acknowledge receipt of new customer orders within four (4) business hours and provide order confirmations within twenty-four (24) business hours.

· Accurately enter customer orders in UPTIVE’s systems (QuickBooks, CRM, etc.) and understand all aspects of the order process and workflows.

· Identify and communicate customer requirements and coordinate with internal teams to ensure that products meet or exceed UPTIVE’s quality standards before shipment.

· Ensure all shipment information is provided to customer upon shipment of order (tracking number, packing slip, inspection reports, material / quality certificates, other regulatory forms as requested).

· Coordinate with invoicing team, or designer, to ensure accurate and timely invoicing of customer orders, in addition to addressing any customer inquiries related to billing or billing discrepancies.

· Handle all non-technical order related inquiries or issues, resolving them in a manner that prioritizes customer satisfaction.

· Serve as the primary point of contact and support for all customers and customer-related inquiries from internal departments.

· Provide accurate and timely responses to all internal and external customer inquiries, addressing all questions and concerns within four (4) business hours of receipt.

· Aim for “First Call / Email Resolution” for all customer inquiries.

· Introduce yourself to new customer accounts, including direct contact details, office hours, and a backup point of contact (if applicable).

· Maintain regular communication with customers and internal sales teams, providing daily and/or weekly updates on order/project status, milestones, and any deviations from the original commitment date(s), and post-delivery follow-up to ensure customer satisfaction is met or exceeded.

· Address all customer concerns or feedback with the upmost professionalism and empathy, using business appropriate language and tone.

· Serve as the key liaison between UPTIVE’s Sales, Sales Operations, Finance, Manufacturing, and Shipping departments to ensure customer issues are communicated and escalated appropriately, including ownership in customer follow-up to ensure resolution.

· Be receptive to constructive feedback and deploy the Customer Service Golden Rule:

Customer Service Golden Rule: Pass positives up, down, and around. Pass negatives up – Share frustrations with someone that can make a difference or a decision with the information.

· Address all product quality or service issues with customers, documenting the case in CRM and coordinating with relevant departments to ensure expedited resolution.

· Regularly review and provide recommendations to UPTIVE leadership on the order management and customer experience processes, seeking ways to enhance efficiency and increase customer satisfaction.

· Other duties as assigned.

Requirements:
- Proven experience in office administration
- Strong organizational skills with attention to detail
- Knowledge of clerical procedures and office management systems
- Previous experience in a office setting is advantageous
- Ability to multitask and prioritize tasks effectively
- Excellent communication skills, both verbal and written
- Proficient in calendar management

This position offers the opportunity to work in a dynamic office environment where your contributions are valued. If you are a proactive individual with excellent organizational abilities and a passion for providing top-notch customer service, we encourage you to apply for this role.

Job Type: Full-time

Pay: $27.00 - $31.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $27 - $31